Citizen Services Supervisor (311 Contact Center)

Posting number: 09366

Department: 311 CUSTOMER CALL CENTER

Job classification: Citizen Services Supervisor

Posting type: Open

Categories: Telecommunications, Customer Service, Office and Administrative Support

SummaryThe purpose of the class is to work in an advanced leadership capacity to supervise daily operations for the 311 Citizens Contact Center. The class works under general supervision, independently developing work methods and sequences.

Minimum Requirements

• Associate’s degree in business or public administration, communication, public relations or a related field.
• A minimum of three (3) years full-time equivalent customer service experience, including direct customer contact, problem identification and resolution. 
• A minimum of one (1) year of supervisory experience required.
• Thorough knowledge of Microsoft Office software is required.
• A Bachelor’s degree is preferred.
• A combination of education and experience may be considered for this position.
• Must successfully complete a skills-based assessment.
• Must successfully pass a criminal background check for this position prior to any offer of employment or promotion.

Additional Requirements

• Requires effective communication with internal and external customers.
• Requires working a flexible schedule to include evenings, weekends, and some holidays.
• May require working beyond a standard 40-hour work week.
• The incumbent will be considered “essential personnel” during City emergency situations or at the direction of the City Manager which may include long hours and unusual schedules.

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